رتبه‎بندی شرکت‎های صنعت هواپیمایی ایران با ارزیابی فازی ترکیبی و الگوریتم ژنتیک

آذر، ع.؛ مؤمنی، م. (1395). آمار و کاربرد‎های آن در مدیریت. تهران، انتشارات سمت.

بازایی، ق.؛ جعفری، م. (1395). ارزیابی تأثیر کیفیت خدمات بر رضایت مشتریان در خطوط هوایی بین‎المللی (مورد مطالعه: مسافران پروازهای بین‎المللی شرکت هواپیمایی ماهان). پایان‎نامۀ کارشناسی ارشد، دانشگاه آزاد، دانشکدۀ مدیریت و حسابداری، تهران.

دلاوری، ع. (1380). مبانی نظری و علمی پژوهش در علوم انسانی و اجتماعی. تهران، انتشارات رشد.

دوستار، م.؛ رمضان‎پور، ا. (1392). ارزیابی رفتار مسافران در انتخاب شرکت‎های هواپیمایی در پروازهای داخلی. پژوهشنامۀ حمل و نقل، 11 (1)، 421-411.

سروستانی، م. (1392). جایگاه‎یابی خطوط هوایی داخلی ایران بر اساس مشخصه‎های کیفیت خدمات از نقطه نظر گردشگران داخلی. پایان‎نامۀ کارشناسی ارشد، تهران: دانشگاه علامه طباطبائی، دانشکدۀ مدیریت و حسابداری.

عباسی، ع.؛ منصورآبادی، ز.؛ محمودشاهی، ش. (1395). تأثیر مسئولیت اجتماعی شرکت بر اعتماد مشتریان و قصد خرید با تأکید بر نقش میانجی رضایت مشتریان. فصلنامۀ علمی ـ پژوهشی مدیریت بازرگانی، 8(4)، 902- 855.

غازانی، د. (1390). مطالعۀ تأثیر کیفیت خدمات در صنعت حمل و نقل هوایی بر رضایت و وفاداری مسافران (مطالعۀ موردی: شرکت هواپیمایی آتا). پایان‎نامۀ کارشناسی ارشد، سمنان: دانشگاه سمنان، دانشکدۀ علوم اجتماعی.

Abbasi, A., Mansourabadi, Z., Mahmoodshahi, Sh. (2017). The effect of corporate social responsibility on customer trust and purchase intention with emphasis on the mediator role of customer satisfaction. Business Management, 8(4), 855-902. (in Persian)

Ali, F., Dey, B. L. & Filieri, R. (2015). An assessment of service quality and resulting customer satisfaction in Pakistan International Airlines: Findings from foreigners and overseas Pakistani customers. International Journal of Quality & Reliability Management, 32(5), 486-502.

Anselmsson, J. (2006). Sources of customer satisfaction with shopping malls: A comparative study of different customer segments. The International Review of Retail, Distribution and Consumer Research, 16(1), 115-138.

Azar, A. & Momeni, M. (2016). Statistics and applications in management. Tehran: Samt Publication. (in Persian)

Bazaie, G. & Jafari, M. (2017). Assessing the Impact of Service Quality on Customer Satisfaction in International Airlines (Case Study: Mahan Airlines International Travelers).Master's Thesis. Tehran: Azad University, Management Facculty. (in Persian)

Buhalis, D. & Law, R. (2008). Progress in information technology and tourism management: 20 years on and 10 years after the Internet—The state of eTourism research. Tourism Management, 29(4), 609-623.

Chang, H. H., Wang, Y. H. & Yang, W. Y. (2009). The impact of e-service quality, customer satisfaction and loyalty on e-marketing: Moderating effect of perceived value. Total Quality Management, 20(4), 423-443.

Delavari, A. (2001). Theoretical and scientific foundations of research in humanities and social sciences. Samt Publication. (in Persian)

Doostar, M. & Ramezanpoor, A. (2014). Evaluating the Airline Selection Behavior of Iranian Domestic Travelers). Journal of Transportation Research, 11(1), 411-421. (in Persian)

Feng, S. & Xu, L. D. (1999). Decision support for fuzzy comprehensive evaluation of urban development. Fuzzy Sets and Systems, 105(1), 1-12.

Ghazani, D. (2011). Study of the Effect of Quality of Service in the Aviation Industry on Passenger Satisfaction and Loyalty (Case Study of ATA Airlines). Master's Thesis. Faculty of Management, Semnan University. (in Persian)

Gounaris, S., Dimitriadis, S. & Stathakopoulos, V. (2010). An examination of the effects of service quality and satisfaction on customers' behavioral intentions in e‐shopping. Journal of Services Marketing, 24(2), 142-156.

Hao, J.-X., Yu, Y., Law, R. & Fong, D. K. C. (2015). A genetic algorithm-based learning approach to understand customer satisfaction with OTA websites. Tourism Management, 48, 231-241.

Hapsari, R. & Clemes, M. D. (2017). The impact of service quality, customer engagement and selected marketing constructs on airline passenger loyalty. International Journal of Quality and Service Sciences, 9(1), 21-40.

Huang, Y. K. (2010). The Effect of Airline Service Quality on Passengers' Behavioural Intentions Using Servqual Scores:A Taiwan Case Study. Journal of the Eastern Asia Society for Transportation Studies, 8, 2330-2343.

Hussain, R. (2016). The mediating role of customer satisfaction: evidence from the airline industry. Asia Pacific Journal of Marketing and Logistics, 28(2), 234-255.

Ip, C., Law, R. & Lee, H.A. (2011). A review of website evaluation studies in the tourism and hospitality fields from 1996 to 2009. International Journal of Tourism Research, 13(3), 234-265.

Ip, C., Law, R. & Lee, H. A. (2012). The evaluation of hotel website functionality by fuzzy analytic hierarchy process. Journal of Travel & Tourism Marketing, 29(3), 263-278.

Janahi, M. A. & Almubarak, M. (2017). The impact of customer service quality on customer satisfaction in Islamic banking. Journal of Islamic Marketing, 8(4), 595-604.

Jiang, H. & Zhang, Y. (2016). An investigation of service quality, customer satisfaction and loyalty in China's airline market. Journal of Air Transport Management, 57(Supplement C), 80-88.

Koklic, M. K., Kukar-Kinney, M. & Vegelj, S. (2017). An investigation of customer satisfaction with low-cost and full-service airline companies. Journal of Business Research. Journal of Business Research, 80(Supplement C), 188-196.

Kotler, F. (2008). Marketing Management. (sixth edition). Bahman Foroozandeh translation. Isfahan: Amookhteh. (in Persian)

Kuo, Y.-F. & Chen, P.-C. (2006). Selection of mobile value-added services for system operators using fuzzy synthetic evaluation. Expert Systems with Applications, 30(4), 612-620.

Lin, C. C., Chen, S. C. & Chu, Y. M. (2011). Automatic price negotiation on the web: An agent-based web application using fuzzy expert system. Expert Systems with Applications, 38(5), 5090-5100.

Lovelock, Ch. & Right, L. (2010). Principles of Service Marketing and Management. (Third Edition). Bahman Foroozandeh Translation. Isfahan: Amookhteh. (in Persian)

Mitchell, M. (1998). An introduction to genetic algorithms. MIT press.

Nayebpur, H., & Nazem Bokaei, M. (2017). Portfolio selection with fuzzy synthetic evaluation and genetic algorithm. Engineering Computations, 34(7), 2422-2434.

Numally, J. C. (1978). Psychometric theory (2th ed.). New York, NY.: McGraw Hill.

Oliver, R. L. (2010). Satisfaction: A behavioral perspective on the consumer. ME Sharpe. Inc., New York.

Pakdil, F. & Aydın, O. Z. (2007). Expectations and perceptions in airline services: An analysis using weighted SERVQUAL scores. Journal of Air Transport Management, 13(4), 229–237.

Proenca, T., Torres, A., Sampaio, A. S. (2017). Frontline employee empowerment and perceived customer satisfaction. Management Research: Journal of the Iberoamerican Academy of Management, 15(2), 187-206.

Saha, G. C. & Theingi (2009). Service quality, satisfaction, and behavioural intentions: A study of low-cost airline carriers in Thailand. Managing Service Quality: An International Journal, 19(3), 350-372.

Saleem, M. A., Zahra, S. & Yaseen, A. (2017). Impact of service quality and trust on repurchase intentions-the case of Pakistan airline industry. Asia Pacific Journal of Marketing and Logistics, 29(5), 1136-1159.

Sarvestani, M. (2013). Location of Iranian internal airlines based on the characteristics of service quality from the point of view of domestic tourists. Master's Thesis, Tehran: Allameh TabatabaeiTehran University. (in Persian)

Singh, A. K. (2016). Competitive service quality benchmarking in airline industry using AHP. Benchmarking: An International Journal, 23(4), 768-791.

Suki, N. M. (2014). Passenger satisfaction with airline service quality in Malaysia: A structural equation modeling approach. Research in transportation business & management, 10, 26-32.

Tandon, U., Kiran, R., & Sah, A. (2017). Analyzing customer satisfaction: user's perspective towards online shopping. Nankai Business Review International, 8(3), 266-288.

Ting, P.-H., Wang, S.-T., Bau, D.-Y. & Chiang, M.-L. (2013). Website evaluation of the top 100 hotels using advanced content analysis and eMICA model. Cornell Hospitality Quarterly, 54(3), 284-293.

Yuksel, A. & Yuksel, F. (2003). Measurement of tourist satisfaction with restaurant services: A segment-based approach. Journal of vacation marketing, 9(1), 52-68.